Sr IT Service Operations Specialist

Why UKG: At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That's what we do. We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you'll get flexibility that's real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters—and so do you. The Senior IT Service Operations Specialist is responsible for the management of one or more ITIL processes - Change, Incident (including Major Incident), Request, Problem or Knowledge Management. This position develops Critical Success Factors (CSFs) and reports on Key Performance Indicators (KPIs), identifies trends for proactive Problem Management, and ensures root cause analysis and preventative measures (reactive Problem Management) are completed for all major incidents to deliver best in class Service Management. Essential Duties and Key Responsibilities: Manage Change, Incident, Request, Problem or Knowledge service offerings (operational, tactical and strategic) Suggest improvements to the Incident, Problem, Change, Request and Knowledge management processes and procedures, and ensure effective adoption and governance Partner with various IT areas to adopt ITIL/ITSM processes Participate and collaborate in the establishment of Service Level Agreements (SLAs) to set expectations and measure performance of assigned process(es) Plan and contribute to ITSM related projects Responsible for the development of ITSM process training Participate in ITIL Maturity Assessments Lead ITSM meetings (Quarterly Service Reviews, Major Incident Reviews, Problem Reviews) Chair and coordinate the Change Advisory Board Meetings and share the reports with the stakeholders Manage the Incident Management activities including driving Major Incidents to resolution with multiple teams involved Manage the ITIL Request Fulfillment process activities which includes performing audits on Service Catalogs to identify the useability, updating Service Catalog owners and similar Foundation data audits to ensure the process is effectively helping the enterprise follow the implemented ITIL guidelines Create and maintain reports and dashboards to provide real-time insights into service management and operational efficiency. The Essentials Bachelor's Degree or equivalent education and work experience 3 - 6 years of ITIL Processes Operations experience ITIL 4 Foundation certification Strong verbal/written communication, problem solving, analytical and independent judgment skills to support an environment driven by customer service and teamwork. Company Overview: UKG is the Workforce Operating Platform with unified HR, payroll, and workforce management, built to solve the unique challenges of frontline work. Powered by people-first AI and decades of labor data, UKG turns workforce intelligence into real-time decisions around staffing, pay, compliance, and productivity, enabling every worker to confidently take action as work happens. That's why more than 80,000 organizations worldwide trust UKG to run their workforce — not just manage it. Learn more at ukg.com. UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process. Disability Accommodation in the Application and Interview Process For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com